imap.gmail.com not working OS TIcket1.1.4.1

MRSBPO

So i have this issue, tried everything on every single form i found and nothing. Error i am getting is:

SMTP is working fine. IMAP not so:

ntozier

Maybe this will help?

https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html

MRSBPO

ntozier It doesn't. Tried everything and still getting the error. Only thing i did not try is to check for PHP logs. Keep hitting dead end everywhere. It worked like couple months ago. Nothing changed ever since. Now its not working.
Read somewhere that might be Google SSL/TLS version incompatibility issue. Not sure if that is true or not. As i said nothing changed on our end and we started getting that error. Do you maybe know what version of TLS is OS ticket 1.1.4.1 using? We are using CentOS 7 as server (if that is any relevant here).

ntozier

Are you running anything like mod_security? SELinux? Or some other firewall like security software on your web server?

Does your host block gmail from the webserver?

Does your PHP have openssl extension enabled?

Have you tried upgrading to 1.14.2?

MRSBPO

ntozier No mod_security. No SELinux (disabled, verified). No other firewall on webserver.
It does not block gmail. Tested it and smtp is working fine.
Yes Open SSL is running verified as well. (as i stated earlier it was working fine couple months ago).
I did not try upgrading to 1.14.2 yet.

MRSBPO

ntozier Do you know the version of TLS that OS ticket center 1.14.1 is using?

ntozier

I do not. I've asked the devs to chime in though.

KevinTheJedi

@MRSBPO

I assume you have a GSuite account as you have your own domain configured. I also assume you have 2-Factor Auth enabled, if so, you will need to enable LessSecureApps and create/use App Passwords.

If you don't have 2-Factor auth enabled, then you will not need to use App Passwords.

Shouldn't be TLS version incompatibility as Gmail accepts TLS v1.0 -v1.3.

Try putting ssl:// in front of the hostname making it ssl://imap.gmail.com and retest.

Cheers.

MRSBPO

KevinTheJedi Yes we do have gsuite. We do not have 2fa for all users. SO we do not have 2fa for user configured in this ticket center. We also do have less secured apps turned on for this OU where this particular user resides. Again this used to work. Nothing changed and i am getting this error. If i put ssl:// in front imap.gmail.com i am getting different error:
Fetching Email via IMAP or POP

Can't open mailbox {ssl://imap.gmail.com:993/imap/ssl/novalidate-cert}INBOX: invalid remote specification

KevinTheJedi

@MRSBPO

Hmmm...if it's working then all of a sudden not, then that's indicative of something changing. If nothing changed in osTicket you can assume something changed on the webserver (where osTicket is hosted) or the mailserver. I'd look into every error log available to you for any related errors (Apache error logs, PHP error logs, osTicket System Logs, Browser Console logs).

You can also reach out to Google support to see if there are any detailed errors on their end. (as they don't give you access to any connection logs)

Cheers.

KevinTheJedi

@MRSBPO

I can confirm that the latest version of v1.14.2 works with normal Gmail accounts as well as GSuite accounts using IMAP. I'm using imap.gmail.com as the hostname and 993 as the port number and the connection is successful.

Cheers.

MRSBPO

Ok so problem was Watchguard stopping SSL 993 port traffic. External firewall......Thanks everyone for the input. I can not believe that every time i am troubleshooting something, i find problem at the end and its always something you suspect the least. And every time i tell myself i will check that first next time. And this time instead going from sniffing traffic to see if its blocked, i started by troubleshooting servers. I know what to do next time.
The last post from KevinTheJedi got me thinking if its working for him then it has to be something on my end. That is why i started looking at the traffic.
Thanks all again for input appreciate it.